Contact Centre Workshop For Social Housing 2014 Martin Jukes Mpathy Plus.

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<ul><li><p>Contact Centre WorkshopFor Social Housing</p><p>2014Martin JukesMpathy Plus</p></li><li><p>Welcome</p></li><li><p>Programme10:00Welcome and Introduction, 10:10Transforming to lead in empathy, whg11.10 Break11.25Speed Networking 11.45Project solving workshops12.30 Lunch13.15Feedback from workshops &amp; discussions13.45Customer Service Training what is it and why do it14.45Break15.00Setting up a Contact Centre in 30 minutes15:40Question Time16:00Close</p></li><li><p>#mpathyworkshop</p><p>follow Mpathy Plus @mpathyplus</p></li><li><p>Transforming to lead in empathy</p></li><li><p>Who are whg?Walsall Housing GroupStock transfer in 200319,000 unitsHouse one fifth of the boroughs populationListen to our customers, culture of customer involvement.</p></li><li><p>What was it like in 2012?</p></li><li><p>What was it like in 2012?</p></li><li><p>Why did you want to change?</p><p> Extended hours for Asset Management New Town Office External environment Commercial vision Continued development of Customer Contact Centre Supporting Digital services Other service offerings</p></li><li><p>Where did you start?</p><p>Identify options and appraise each for: Implications of change Structure Support Cost Benefits</p></li><li><p>Options</p><p>M - FSatComments19 5n/aDoes not meet future requirements224 x 724 x 7Insufficient demand high cost38am 6pmn/aDoes not meet Asset Management requirements48am 8pmn/aDoes not meet Asset Management requirements58am 8pm8am 1pmPreferred option68am 10pmn/aLow demand after 8pm78am 10pm8am 1pmLow demand after 8pm</p></li><li><p>What were the major changes?</p><p>Clear direction and vision Greater customer focusPeople changesRelocation</p></li><li><p>What else?</p><p>Recognition of the need to change</p><p>Great support from HRSalary benchmarkingConsultationRing fencing for alternative roles in whg</p><p>Planning how to migrate from then to now</p></li><li><p>What else?</p><p>What were the things that worried you the most?</p><p>How did your team react to the uncertainty of change?</p><p>How did you involve them?</p></li><li><p>How many staff did you recruit and how did you do it?</p><p>RequirementCurrentGap in shiftsTotal Resource RequirementGap in resource (for recruitment)21.4 FTE (791 hours)Working a shift pattern as calculated to include12 X Full Time7 x 25hr Part Time1 x 15hr Part TimeNOTE: This is a shift pattern not a Colleague plan. More staff than shifts are required to cover absence, training etc.Total = 10.7 FTE (396 hours)9 x Full Time1 x 18.5hr Part time1 x 20hr Part time1 x 25 hr Part timeNil. Cover required for all shift patternsSuggested split as follows:11 x Full time4 x Part time 18.5 hrs11 x Part time 25 hrs1 x Part time 20hrs1 x Part time 15 hrs10.7 FTE2 x Full time3 x Part time (18.5 hrs or possibly 1 FT + 1x 18.5)10 x Part time 25 hours1 x Part time 15 hrs</p></li><li><p>What were the outcomes of the change? First week was difficult Increase in call volumes New Team Leader texted resignation Awaiting new starters Call handling performance improved very quickly Team leaders started leading instead of answering calls Focus on getting it right More hours at reduced cost</p></li><li><p>How call patterns have changed20132014</p></li><li><p>How did you measure performance? Traditional measures</p><p> Call recording quality monitoring</p><p> Customer Experience Audit</p></li><li><p>What is a Customer Experience Audit? An independent assessment of the empathy shown towards customers Presented from a customers perspective Detailed analysis of transactions 47 measures Independently validated by Oxford Brookes University* Correlated against profit across 28 companies* Template for excellence Absolute measure Cross industry benchmark</p></li><li><p>Sections of Analysis</p><p>COMMON VALUES</p><p>HANDLING THETASKDEVELOPING THERELATIONSHIPOverall SUB-CONSCIOUS IMPRESSIONOverall CONSCIOUS IMPRESSIONWRAP UP</p><p>FACTS AND FEELINGS</p><p>PROMOTION</p></li><li><p>Mail OrderUtilitiesRetailManufacturingTelecommunicationsLegalPublic SectorTravelDistributionOutsourcingHospitalityEntertainmentInformationCharities</p></li><li><p>How did it go?</p></li><li><p>Whg Empathy Rating </p></li><li><p>The Absolute ScaleVery broadFrom couldnt feel worse to couldnt feel betterBased on feelings, not intellectualWithout expectation, human based.</p><p>Positive = 28%ERIC Rating</p></li><li><p>What did you do after the audit?</p></li><li><p>What were the key areas?Focus on customer and meeting their needsFill gaps and silencesFollow call recipeDevelop consistency</p></li><li><p>What did the second audit show?</p></li><li><p>whg Empathy Rating</p></li><li><p>Chart1</p><p>6.128757.016.650756.823756.83425</p><p>6.126.976.8256.8257</p><p>6.126.626.7756.856.7</p><p>6.27.257.0257.156.95</p><p>6.427.256.8257.2256.925</p><p>6.27.226.857.0756.9</p><p>6.257.256.756.956.875</p><p>5.927.26.156.656.65</p><p>6.127.126.26.66.55</p><p>5.7756.556.1756.3756.375</p><p>676.5756.656.75</p><p>6.257.26.9757.157.075</p><p>6.057.16.456.756.725</p><p>6.457.226.97.0757.125</p><p>6.37.56.7257.056.95</p><p>6.227.226.8757.0257.025</p><p>whg01</p><p>whg02</p><p>First Direct</p><p>BUPA</p><p>Standard Life</p><p>UKPN - January 2013 (UKPN)</p><p>IndustryUKPN</p><p>CampaignJan-13</p><p>CompanyUKPN</p><p>Eric Score6.64(5.43 - 7.64)</p><p>Process Score8.28(7.07 - 9.21)</p><p>Company Rank1</p><p>ResellerDate Of CallTime Of CallCall LengthScanAgentERIC RatingProcess ScoreHow do we feel about the interaction?Why do I feel this? (Please make sure your comments reflect your score)Number of rings before answered?Do we get the engaged tone?Do we get straight through to the right person?Are we put on hold? (getting through)Opening salutation given?Offer of help?Title/Name?Call objective successful?We understood what was said to us?Further assistance offered?Parting salutation (inc. thanks)?How do we feel about GETTING THROUGH?Are they prepared with everything they need?If yes, how do we feel about it?Are we put on hold, if at all? (during the actual call)If yes, how do we feel about BEING ON HOLD?How WELCOMED do I feel by the INITIAL WORDS of their greeting?How welcoming were they for the rest of the call beyond the greeting?How do we feel about their HONESTY?How do we feel about their SINCERITY?How do we feel about their LISTENING SKILLS?How do we feel about the PERSONALISATION of the experience?How do we feel about their APPRECIATION OF OUR EMOTIONAL NEEDS?How do they meet our EMOTIONAL EXPECTATIONS?Where is their PRIME FOCUS?If other, please specifyGenerally, we feel MOST TREATED as:How do we feel about the RELATIONSHIP they have developed with us?How do we feel about their PROFESSIONALISM?How do we feel about the general approach in FINDING OUT OUR PHYSICAL NEEDS?How do we feel about the INFORMATION they give us?How do we feel about the amount of TIME BEING MADE FOR US?How do we feel about the way our REQUEST IS HANDLED?Do they claim any differentiating/Unique REASONS TO DO BUSINESS?If yes, how do we feel about it?How much PRIDE and BELIEF do we feel they have in their COMPANY?How do we feel about their PROMOTION?How do we feel about the Wrap up?How do we feel about their EMPOWERMENT?How important do CUSTOMERS appear?How do we feel about the OWNERSHIP they take of us and our call?How do they TRY FOR US?How do we feel about our PARTNERSHIP?How FLEXIBLE is their approach?How do we feel their approach is to DOING A BETTER JOB?How MEMORABLE was the interaction?After analysis, how do we feel about the interaction?Why do I feel this? (Please make sure your comments reflect your score)</p><p>Sarah Thorman1/21/1312:00:0031Female7.468.58This was a very pleasant call, the agent was polite helpful and put the customer at ease offering an apology in a caring manner.1NoYesNoYesYesYesYesYesNoYes6Yes8No-79878887Me-An individual person787877No-767788877888This was a caring polite and helpful call ...the agent went out of her way to put the customer at ease and explain what would happy next, the customer was very happy, this is the way to keep customers loyal!</p><p>Janie Hingston1/22/1314:35:0026Mark5.437.796The agent was polite and courteous but failed to truly understand the customer\'s anxiety and was quite flippant in his reply when she asked if there was anything further that he could suggest she do.</p><p>(s/b 2 mins - agent said \"wrap up warm on a night like tonight I think\"1NoYesNoYesNoYesYesYesNoYes6Yes6No-66666654Me-A customer665665No-665555455555I felt that the agent missed opportunities to reach out and build a relationship with the customer. She had just told him that her cousin was at home with a small baby in a freezing house with a power cut and he failed to recognize her anxiety. He was, in fact, quite flippant in his reply when she asked if there was anything else that she could do. I would have expected him to have offered to try to get in touch with someone for her and speed things up even if, in reality, he knew that this would not be possible.</p><p>Sarah Thorman1/23/1312:00:00227Charlotte6.047.796There was nothing special about this call, the agent gave the customer what information she had to hand in a pleasant manner...no frills attached.1NoYesNoYesYesYesYesYesNoYes6Yes6Yes566666666Their procedures-As one of the crowd666666No-656676766756This was a fairly standard call, the agent dealt with the inquiry in a processed no nonsense sort of way, i felt she was a bit distant almost preoccupied until towards the end of the call when she said she was working all night and said she would ring the customer back with any updates.</p><p>Wendy Court1/23/1311:30:00223Lewis6.938.57I found the welcome professional, but a little corporate. I found the agent was helpful and honest with his information. He made me feel that he was concerned for me as a customer, by offering to do what another department would normally do. I was pleased with the outcome as the agent had taken my telephone number in case the E Mail did not get through, this as a whole made me feel I was important to them.1NoYesNoYesYesYesYesYesNoYes6Yes6No-67878776Me-A customer787878No-666777777767I felt I had been served well, with the information I needed and the agent taking my needs and feelings into account. I left with more than I had expected which made the call a success for me, through the agents thoughtfulness.</p><p>Wendy Court1/23/1311:50:00124Andy6.258.56The agent had an upbeat welcome, gave me good information, explained exactly what was happening, but I felt he was not concerned for me particularly , which made me feel I was one of the crowd . I felt I was more just part of his process, and felt he did not really understand my feelings to the situation.1NoYesNoYesYesYesYesYesNoYes6Yes6No-76767666Their procedures-A customer676777No-666666666666I felt the agent was honest with me, and he felt he was doing a good job, however, it did feel impersonal and somewhat processed. I did leave with the information I needed, but with little sympathy for the situation.</p><p>Wendy Court1/23/1312:08:00425lee6.327.796I felt the agent was quite unresponsive to me, as when I told him of the problem he took a long time to reply as he was focused on his computer. It felt that he was quite detached from me. However, he did eventually respond with helpful information, and did tell me not to worry at the end. I did feel to much on my own through a lot of the call, but by the end had some more faith in him.1NoYesNoYesYesYesYesYesNoNo6Yes6No-66767665Their computer system-A customer667777No-666767667766I felt through most of the call that agent was not focused on my emotional needs. By the end I did feel some reassurance from him, and felt some gratitude that he was being helpful, because he connected with me once he had left his computer and looked up to notice my distress.</p><p>Wendy Court1/23/131:10:00238Kevin6.827.797I felt the agent connected well with me from the start, and was helpful and honest in his manner towards me. I felt I was important to him, by his warmth and somewhat personal approach.1NoYesNoYesYesYesYesYesNoYes6Yes6Yes667877776Me-An individual person777787No-667677677777I felt the agent made me feel important to them. I felt the company cared about me, and that although they could not change things a warmth and sense of humour made it feel better.</p><p>Wendy Court1/23/131:20:00539Kate7.048.57I felt the initial welcome quite neutral in manner, so not too welcoming, however, I found the agent built a good rapport with me, and was honest and very helpful with her information. I was reassured and impressed that she offered to text me to let me know what was going on.Overall, I felt that a good job was being done for me, and the company cared.1NoYesNoYesYesYesYesYesNoYes6Yes6No-67878676Me-A customer788888No-766777777777I felt , after the initial welcome, that the agent listened and responded to my needs, in a helpful and honest manner. I felt she was focused on me and I felt reassured by her professional and clear dealings with me.</p><p>Wendy Court1/23/132:00:00640Libby6.147.796I felt the agent was professional and competent, but in a removed and unemotional manner. I had the information I would need, and felt satisfied with it. I felt the agent treated me in an impersonal way, little real connection, rather as a procedure.1NoYesNoYesYesYesYesYesNoNo6Yes6No-56667666Their procedures-A customer677777No-665666666756I felt the emotional detachment took away from the agents professional manner. I felt I was never quite reached by her, and the focus was entirely on her processes. She was honest and competent in a dispassionate way.</p><p>Sarah Thorman1/23/1312:00:00428Carl6.647.797The agent was pleasant and helpful, he asked the customer very relevant questions to establish what the problem was....he said sorry and suggested they send an engineer out.1NoYesNoYesYesYesYesYesNoYes6Yes7Yes667777777Their procedures-A customer677767No-766676767767The agent was both helpful and polite, he tried hard to establish why there was no electricity, he offered an explanation as to why we may have lost the electricity giving a couple of reasons. He was helpful in offering to send out an engineer and offered an apology which was nice.</p><p>Sarah Thorman1/23/1312:00:0032Maralyn6.57.797This was a pleasant call, the agent was polite and gave the customer good information and put his mind at rest that the lack of electricity would be looked into.1NoYesNoYesYesYesYesYesNoYes6Yes6Yes667766666Their procedures-A customer677777No-667676776767I felt this was quite a good call, the agent was polite and genuinely wanted to help the customer, she apologised and put the customers mind at rest that the electricity would be restored. At times her manner was a bit processed and jobs worth but her intention was to do a good job.</p><p>Sarah Thorman1/23/1312:00:0033Andy6.57.797The agent was polite and helpful, he was honest about when he felt the electricity would be restored even through it was not what the agent wanted to hear.1NoYesNoYesYesYesYesYesNoYes6Yes6Yes676767776Their procedures-A customer676767No-667676766767The agent was polite and helpful, he gave the customer clear concise information regarding the lack of electricity in his area even through this was not what the customer wanted to hear.</p><p>Sarah Thorman1/23/1312:00:0074Scot6.147.796The agent was pleasant with the intent to provide a good service however i felt he didn\'t always connect with the customer, the interaction did at times feel a bit disjointed.1NoYesNoYesYesYesYesYesNoYes6Yes6Yes666767666Their procedures-A customer666666No-666666766766The agent was honest and helpful, the problem had not been reported via the council so the agent was only able to advise the customer rather than look into resolving the proble...</p></li></ul>

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